Quality Assurance Specialist

hace 1 día

Mexico City Metropolitan Area Owner A tiempo completo

Why we are looking for you


is growing quickly, and we are looking for a Quality Assurance Specialist to join our Customer Success team. This role will be responsible for evaluating the customer interactions led by our CSMs on both proactive outreach calls and reactive retention calls, ensuring that we hit a high standard of service based on our Customer Success Quality rubrics. Beyond scoring interactions, you'll be responsible for identifying recurring gaps in communication or process, surfacing coaching opportunities, and collaborating closely with Success leadership to recommend training and process improvements.

The ideal candidate thrives in a fast-paced environment, excels at creative problem-solving, and is a master of both time management and data interpretation.

What We Look For

  • We are seeking candidates who bring a solution-focused mindset and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who have:
  • A detail-oriented professional with a strong sense of empathy and a deep understanding of what great customer interactions sounds like.
  • Proven experience in a quality assurance, or customer success role
  • Excellent written and verbal communication skills, with the ability to provide clear, constructive feedback to help team members grow.
  • Analytical mindset with the ability to spot patterns, draw insights from success interactions, and translate them into coaching or process recommendations.
  • Comfortable working cross-functionally, especially with success leaders and training teams, to champion service quality and continuous improvement.
  • Highly motivated with a strong work ethic. Wants to maximize number of support interactions audited each month

The impact you will have

  • As a QA specialist your work will have a direct impact on the success and growth of both

    and our customers. In this role, you will:
  • Listen to and score Customer Success calls that aim to increase customer retention through both proactive and reactive motions.
  • Provide clear trends and coaching opportunities based on rubrics scores to Success leadership.
  • Guide enablement and training efforts for the CSM team based on trends from calls.

Minimum requirements

  • 2+ years of experience in a Customer Success or Account Management role.
  • Proven success in a quality or enablement focused role.
  • Full English fluency - excellent speaking and writing skills.
  • Ability to listen to and score calls per week
  • Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase.
  • A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team.
  • A commitment to personal growth and continuous development.

Pay and benefits

  • The estimated base salary range for this role is $30,000 USD.
  • Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks

Notice - Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or "spam" and do not respond.

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